Troubleshooting

If you have a problem with your TV, you can access various solutions while watching TV. If your problem is not addressed in the Troubleshooting section, view the FAQ section or contact the Samsung Call Centre.

Picture Issues

When the TV has trouble with the picture, these steps may help resolve the problem.

Testing the picture

Settings Support Device Care Self Diagnosis Picture Test

Try Now

Before you review the list of problems and solutions below, use Picture Test to determine if the problem is caused by the TV. Picture Test displays a high definition picture you can examine for flaws or faults.

The problem

Flickering and Dimming

Try this!

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If your TV is flickering or dimming sporadically, you may need to disable some of the energy efficiency features.

Disable Ambient Light Detection , Energy Saving Mode , Motion Lighting or Contrast

Enhancer .

Settings General Eco Solution Ambient Light Detection

Settings General Eco Solution Energy Saving Mode

Settings General Eco Solution Motion Lighting

Settings Picture Expert Settings Contrast Enhancer

Run Picture Test . When the tested image quality is normal, check the signal of the connected device.

• Settings Support Device Care Self Diagnosis Picture Test

Component Connections and Screen Colour

If the colour on your TV screen is not correct or the black and white colours are off, run

Picture Test .

• Settings Support Device Care Self Diagnosis Picture Test

If the test results indicate that the problem is not caused by the TV, do the following:

When using the One Connect, confirm that its video input connectors are connected to the correct external device video output connectors.

When using the component cable, confirm that the green (Y), blue (Pb) and red (Pr) jacks are plugged into their proper connectors.

For more information about how to connect an external device, run Connection Guide .

• Source Connection Guide

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The problem

Screen Brightness

Blurring or Juddering

Unwanted Powering Off

Problems Powering On

Try this!

If the colours on your TV are correct but just a little too dark or bright, try adjusting the following settings first.

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Settings

Settings

Picture

Picture

Expert Settings

Expert Settings

Contrast

Settings Picture Expert Settings Brightness

Settings Picture Expert Settings Sharpness

Settings Picture Expert Settings Colour

Tint (G/R)

If you notice blurring or juddering on the screen, use the Picture Clarity Settings function to resolve the issue.

• Settings Picture Expert Settings Picture Clarity Settings

If your TV appears to turn off by itself, try disabling some of the TV's energy efficiency functions.

See if Sleep Timer has been enabled. The Sleep Timer automatically turns the TV off after a specified period of time.

• Settings General System Manager Time Sleep Timer

If the Sleep Timer has not been enabled, see if Auto Power Off or Off Timer has been enabled and disable it.

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Settings

Settings

General

General

Eco Solution Auto Power Off

System Manager Time Off Timer

In case of The Sero, check the options such as The Sero Auto On/Off and Off Timer in the

SmartThings app on your mobile device. The Sero Auto On/Off is intended to automatically turn on The Sero when your mobile device approaches and to automatically turn off it after a specific time when your mobile device gets far away from it.

If you are having problems powering on your TV, there are a number of things to check before calling the service department.

Confirm that the TV's power cable is connected correctly at both ends and that the remote control is operating normally.

Make sure that the antenna cable or cable TV cable is firmly connected.

If you have a cable box or satellite box, confirm that it is plugged in and turned on.

In case of a model that supports One Connect, check the One Invisible Connection between the TV and One Connect.

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The problem

Unable to find a Channel

The TV image does not look as good as it did in the store.

The picture is distorted.

The colour is wrong or missing.

Try this!

If your TV is not connected to a cable box or satellite box, run Auto Tuning .

• Settings Broadcasting ( Auto Tuning Settings ) Auto Tuning

The Auto Tuning Settings may not appear depending on the model or geographical area.

When using a broadcast receiver such as set-top box and IPTV, check the connection to the

TV.

• Source Connection Guide

When the symptom persists, contact your service provider.

Store displays are tuned to a digital UHD channel or HD channel.

Change the output resolution of your devices such as digital broadcast receiver, IPTV and set-top box to UHD or HD.

Be sure to use an HDMI cable to enjoy high quality videos.

• Source Connection Guide Video Device HDMI

To connect the TV with your PC, make sure that your PC's graphic card supports UHD resolutions.

For more information about the supported UHD resolutions, refer to "Supported Resolutions for UHD Input Signals".

Make sure that the set-top box or cable box supports the content or broadcast for

UHD and set the resolution. For more information, contact your service provider.

When using a Samsung TV Plus channel, check the network connection. When the network speed is slow, the app may not work or the image quality may be poor.

The compression of video content may cause picture distortions, especially in fast moving pictures from sports programmes and action movies.

If the signal reception is weak or poor, screen distortion may be visible but it is not a malfunction.

Mobile phones used close to the TV (within 1 m) may cause noise on analogue and digital channels.

If you’re using a Component connection, make sure that the Component cables are connected to the correct jacks.

Incorrect or loose connections may cause colour problems or a blank screen.

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The problem

The colour is poor or the picture is not bright enough.

There is a dotted line on the edge of the screen.

Try this!

Go to Picture and then adjust the Picture Mode , Brightness , Sharpness and Colour settings.

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Settings

Settings

Settings

Settings

Picture

Picture

Picture

Picture

Picture Mode

Expert Settings

Expert Settings

Expert Settings

Brightness

Sharpness

Colour

See if Energy Saving Mode has been enabled.

• Settings General Eco Solution Energy Saving Mode

Try resetting the picture.

• Settings Picture Expert Settings Reset Picture

Change Picture Size Settings to 16:9 Standard .

• Settings Picture Picture Size Settings Picture Size 16:9 Standard

The picture is black and white.

The picture won’t display in full screen.

The Subtitle function in the

TV menu is deactivated.

Subtitles appear on the TV screen.

Check whether Greyscale is set to On .

• Settings General Accessibility Greyscale

HD channels will have black bars on either side of the screen when displaying upscaled SD

(4:3) content.

Black bars will appear at the top and bottom of the screen when you watch movies that have aspect ratios different from your TV.

Adjust the picture size options on your external device or set the TV to full screen.

• Settings Picture Picture Size Settings Picture Size

When an external device is connected with an HDMI or Component cable, the Subtitle function is unavailable. Adjust the subtitle setting on the external device.

Turn off the Subtitle function in Subtitle Settings .

• Settings General Accessibility Subtitle Settings Subtitle

The HDR of the connected external device turns off.

Expand the reception range of the corresponding HDMI input signal in Input Signal Plus .

• Settings General External Device Manager Input Signal Plus

If the test picture does not appear or there is noise or distortion, the TV may have a problem. Contact Samsung’s Call Centre for assistance.

If the test picture is displayed properly, there may be a problem with an external device. Please check the connections.

If the problem persists, check the Signal Information or refer to the external device’s user manual.

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Sound and Noise Issues

When the TV has difficulties with sound, these steps may help resolve the problem.

Testing the sound

Settings Support Device Care Self Diagnosis Sound Test

Try Now

If the TV plays the Sound Test melody without distortion, there may be a problem with an external device or the broadcast signal's strength.

The problem

How can I connect an audio device to the TV?

Try this!

The connection method may differ depending on the audio device such as HDMI

(eARC), Optical, Bluetooth and Wi-Fi.

For more information about how to connect an audio device, run Connection Guide .

• Source Connection Guide Audio Device

There is no sound or the sound is too low at maximum volume.

The picture is good but there is no sound.

No sound is heard.

Check the volume control of your TV, and then check the volume control of the external device (cable box or satellite box, DVD, Blu-ray, etc.) connected to your TV.

Check the cable connection between an external device and the TV, and then try cable connection again.

Set Sound Output to TV Speaker .

• Settings Sound Sound Output

If you are using an external device, check the device’s audio output option.

For example, you may need to change your cable box’s audio option to HDMI if the box connected to your TV is using an HDMI cable.

To listen to computer sound, connect an external speaker to the computer’s audio output connector.

If your TV has a headphone jack, make sure there is nothing plugged into it.

Reboot the connected device by disconnecting and then reconnecting the device’s power cable.

With a set-top box or cable box, check the cable connection and reboot the external device. When the symptom persists, contact your service provider.

Check whether Digital Output Audio Format is set to Pass-through .

If you select the Pass-through option to use an AV receiver that does not support

Dolby Digital+ , no sound is output with Dolby Digital+ content.

It is recommended to set Digital Output Audio Format to Auto when the connected receiver supports only the limited audio formats.

• Settings Sound Expert Settings Digital Output Audio Format

Auto

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The problem

The speakers are making an odd sound.

The sound is interrupted.

Try this!

Run Sound Test .

• Settings Support Device Care Self Diagnosis Sound Test

Make sure that the audio cable is connected to the correct audio output connector on the external device.

For antenna or cable connections, check the Signal Information . A low signal level may cause sound distortions.

• Settings Support Device Care Self Diagnosis Signal

Information

The sound may frequently be interrupted when a Bluetooth speaker is used. Make sure that the Bluetooth speaker and the wireless access point are on a straight line and the Bluetooth speaker is placed as close as possible to the TV.

To minimise interruptions, we recommend a wireless access point that uses a 5 GHz frequency.

When the symptom persists, it is recommended to use wired connection such as

HDMI-eARC and Optical.

Whenever a function is used on the TV or the channel is changed, the TV voices the activity.

The TV explains in voice-over the video scenes displayed on the screen.

Turn off the Voice Guide function in Voice Guide Settings .

• Settings General Accessibility Voice Guide Settings Voice

Guide

The TV audio is not being played through the AV receiver.

Check the A/V receiver's power supply and its settings.

• When connecting the optical cable between the TV and A/V receiver, make sure that the sound output is set Optical on your TV.

• In case of HDMI-eARC connection, make sure that it is connected to the eARC dedicated HDMI port on your TV. However, the eARC can be used only when the

A/V receiver supports the eARC feature.

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The problem

The sound is not heard clearly.

The volume of the external device cannot be adjusted.

I want to turn off and on the TV and audio device at the same time.

Try this!

Change to an appropriate sound mode.

• Settings Sound Sound Mode

When Intelligent Mode and Adaptive Sound+ are turned on, the sound effects are automatically adjusted to the surroundings.

• Settings General Intelligent Mode Settings Intelligent Mode

To optimise the sound depending on the surroundings, select Adaptive Sound+ .

• Settings General Intelligent Mode Settings Adaptive Sound+

This function may not be supported depending on the model.

Check the cable connection between the TV and the external device.

When connecting an external speaker such as home theatre via HDMI, make sure it is connected to the HDMI (eARC) port on the TV. Make sure that the Settings

General External Device Manager Anynet+ (HDMI-CEC) is active on your TV.

When you connect the Samsung Soundbar to the TV via Bluetooth, the power turns off and on together. It may not be supported depending on the Samsung Soundbar model.

When you connect an audio device that supports HDMI-eARC to the HDMI (eARC) port on the TV, the power turns off and on together.

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Channel and Broadcast Issues

When the TV has difficulties receiving broadcasts, these steps may help resolve the problem.

The problem

“Weak or No Signal” displayed in TV mode or cannot find channel.

Try this!

Make sure that the external device is connected securely and turned on. Move to Sources to switch to other input sources.

• Source Sources

When using a set-top box or cable box, check the broadcast signals or the network that is connected to the external device.

The TV is not receiving all channels.

The subtitles are not provided on a digital channel.

I want to turn off the subtitles.

Broadcasting is deactivated.

Confirm that the coaxial cable is securely connected to the TV.

Run Reset or Auto Tuning .

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Settings

Settings

General Reset

Broadcasting ( Auto Tuning Settings ) Auto

Tuning

The Auto Tuning Settings may not appear depending on the model or geographical area

When watching channels with the antenna cable connected, run Subtitle

Settings .

• Settings General Accessibility Subtitle Settings

Some channels may not have subtitle data.

When watching a channel on an external device such as set-top box and cable box, turn on the subtitle function on the device. For more information, contact your service provider.

Broadcasting is only available when Source is set to TV .

Broadcasting cannot be accessed while you watch TV using a cable box or satellite box.

Broadcasting cannot be accessed while a recording is in progress or the

Timeshift function is running.

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External Device Connectivity Issues

When the TV has difficulties connecting to external devices such as a PC, game console or mobile device, these steps may help resolve the problem.

The problem

The "Mode Not Supported" message appears.

The video is OK but there is no audio.

Try this!

Adjust the output resolution of the external device to a resolution supported by the TV.

If you are using an HDMI connection, check the audio output setting on your PC.

If you are using a DVI to HDMI cable, a separate audio cable is required.

To listen to the computer sound, connect external speakers to the audio output connection of the computer.

I want to connect to a PC and mobile device via screen mirroring.

No screen appears when connecting the

TV to an external device.

To wirelessly connect the TV to your PC, read the instructions at PC Screen

Sharing (Wireless) in Connection Guide , and then try to connect.

• Source Connection Guide PC Screen Sharing (Wireless)

Confirm that the TV and your PC are connected to the same network.

To wirelessly connect the TV to your mobile device, read the instructions at

Smartphone Screen Sharing (Smart View) in Connection Guide , and then try to connect.

• Source Connection Guide Smartphone Screen Sharing

(Smart View)

For more information in The Terrace for business, refer to the provided user manual.

If the TV has difficulties connecting to your PC or mobile device due to surrounding radio interferences, change the frequency of the wireless access band, and then try to connect.

For more information about how to connect an external device, run Connection

Guide .

• Source Connection Guide

Make sure that the external device is connected securely and turned on. Move to Sources to switch to other input sources.

• Source Sources

Using HDMI Troubleshooting , you can check the connection to HDMI cable and external devices (takes approximately 2 minutes).

• Source Connection Guide Video Device HDMI

Troubleshooting

When using a set-top box or cable box, check the broadcast signals or the network that is connected to the external device.

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The problem

I want to connect to a Bluetooth speaker.

The PC screen does not appear or it flickers.

Try this!

For more information on how to connect a Bluetooth speaker, see Audio Device

Bluetooth in Connection Guide .

• Source Connection Guide Audio Device Bluetooth

When the PC screen does not appear or the PC is not recognised, check the power supply of the PC, and then reconnect the HDMI cable between the PC and TV. When the symptom persists, check that the PC is in Sleep mode, and then set Input Signal Plus to On .

• Settings General External Device Manager Input Signal

Plus

When the set resolution is not matched, the screen may flicker. For the PC

supported resolution, see 'Read Before Connecting a Computer (Supported

Resolutions).'

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Network Issues

When the TV has difficulties connecting to the Internet, these steps may help resolve the problem.

Try Now

Settings Support Device Care Self Diagnosis Smart Hub Connection Test

Try Now

If the TV has trouble with network connection or TV services, check the Smart Hub connection status.

The problem

Wireless network connection failed.

Unable to connect to a wireless access point.

Try this!

Make sure that no items that can generate electromagnetic interferences are placed between the TV and the wireless/wired access point.

Check if the access point is turned on. If it is on, turn it off, wait 1 or 2 minutes, and then turn it on.

Enter the correct password if required.

If the wireless connection fails, connect the TV to the access point via a LAN cable.

If the TV can connect to the Internet normally via the wired connection, there might be a problem with the access point. In this case, try using a different access point.

Wired network connection failed.

Auto IP configuration failed.

Unable to connect to the network.

Check if the LAN cable is plugged in on both ends. If it is plugged in, check if the access point is turned on. If it is on, turn it off, wait 1 or 2 minutes, and then turn it on.

Check if the LAN cable is plugged in on both ends. If it is plugged in, check if the access point is turned on.

If the access point is on, turn it off, wait 1 or 2 minutes, and then turn it on.

Disconnect and then reconnect the power cable of the TV or press and hold the power button for 3 seconds.

Connected to a local network, but not to the Internet.

1.

Check if the Internet LAN cable is connected to the access point's external

LAN port.

2.

Check the DNS setting in IP Settings .

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Settings

Settings General Network Network Status IP

Network setup is completed, but unable to connect to the Internet.

If the problem persists, contact your Internet service provider.

Wired networks are not supported by some models.

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Anynet+ (HDMI-CEC) Issues

When Anynet+ (HDMI-CEC) isn't working, these steps may help resolve the problem.

The problem

What is Anynet+?

Anynet+ does not work.

Try this!

You can use the TV's remote control to control external devices that support Anynet+

(HDMI-CEC) and that are connected to the TV via an HDMI cable. For example, if a connected external device supports Anynet+, you can have the connected device turn on or off when you turn the TV on or off.

Confirm that the device is an Anynet+ device. The Anynet+ system supports Anynet+ devices only.

Check if the power cord of the Anynet+ device is properly connected.

Check the cable connections of the Anynet+ device.

Go to Anynet+ (HDMI-CEC) and see if Anynet+ (HDMI-CEC) has been set to On .

• Settings General External Device Manager Anynet+ (HDMI-CEC)

Anynet+ may not function when some other functions are active, including Channel

Search, Smart Hub, Initial Setup, etc.

If you have disconnected and then reconnected the HDMI cable, scan for devices again or turn your TV off and on.

I want to start Anynet+.

I also want the connected devices to turn on when the TV is turned on.

I want to exit Anynet+.

It is inconvenient to turn on other devices because the TV also turns on. It is inconvenient because the connected devices (e.g. set-top box) turn off together.

Move the focus to the Anynet+ device at Source , press the up directional button to move to Anynet+ (HDMI-CEC) , and then press the Select button.

Check if the Anynet+ device is properly connected to the TV, and then select Anynet+

(HDMI-CEC) menu to see if Anynet+ (HDMI-CEC) is set to On .

• Settings General External Device Manager Anynet+ (HDMI-CEC)

To turn off the Anynet+ function of a device connected to the TV, turn off the Anynet+

(HDMI-CEC) function of the device.

• Settings General External Device Manager Anynet+ (HDMI-CEC)

When Anynet+ (HDMI-CEC) is turned off, the sound bar connected via the HDMI

(eARC) port does not turn off and on together with the TV. To prevent a specific device connected to the TV from turning off automatically, turn off the HDMI-CEC function on a specific device connected to the TV.

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The problem

The message "Connecting to

Anynet+ device..." or

"Disconnecting from Anynet+ device" appears on the screen.

The Anynet+ device won't play.

The connected device is not displayed.

Try this!

You cannot use the remote control when the TV is configuring Anynet+ or switching to the TV viewing screen.

Use the remote control after the TV has completed the Anynet+ configuration or has switched to the TV viewing screen.

You cannot use the play function when Reset is in progress.

Check whether the device supports Anynet+.

Anynet+ devices must be connected to the TV using an HDMI cable. Make sure the device is connected to your TV with an HDMI cable. Some HDMI cables may not support Anynet+.

Check whether the HDMI cable is properly connected.

Go to Anynet+ (HDMI-CEC) and see if Anynet+ (HDMI-CEC) has been set to On .

• Settings General External Device Manager Anynet+ (HDMI-CEC)

Scan for Anynet+ devices again.

If the connection is terminated because there has been a power failure or the HDMI cable has been disconnected, please scan for the device again.

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Remote Control Issues

When the remote control isn't working, these steps may help resolve the problem.

The problem

The remote control does not work.

Try this!

The connection between the Samsung Smart Remote and the TV may be lost.

Point the Samsung Smart Remote at the front of the TV, and then press and hold the and

buttons simultaneously for 3 seconds or more.

Also, if the remote control is not working or slow, the batteries might be low or dead. If this is the case, replace the batteries. Alkaline batteries are recommended for longer battery life.

The remote control batteries run out quickly.

External devices cannot be operated with the TV remote control.

The batteries may be consumed quickly if the remote control is used very frequently or the

Voice Wake-up function is turned on.

You can extend the battery life by turning off the Voice Wake-up function.

• Explore Now Settings Voice Wake-up

The Voice Wake-up function may not be supported depending on the model, Voice

Assistant or geographical area.

Check the cable connection between the TV and external devices.

When the symptom persists, set it manually in Source Universal Remote Setup .

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Recording Issues

When Timeshift or Schedule recording aren't working, these steps may help resolve the problem.

The problem

The Timeshift or recording function cannot be used.

Try this!

Check if there is a storage device connected to the TV.

Recording will automatically stop if the signal becomes too weak.

Check the free space on the storage device.

The function will not work if there isn't enough storage space on the USB device.

Before using the recording function, be sure to read all precautions. For more

information, refer to "Before Using the Recording and Timeshift Functions".

Cannot record videos received from an external device or

Samsung TV Plus .

The recording function is only available for digital broadcast channels received by the

TV. You cannot record videos received from an external device or Samsung TV Plus .

The "Format Device" message appears when the Timeshift or recording function is used.

To use the recording function, the storage device connected to the TV must have been already formatted.

Formatting the storage device deletes all data from it, and the storage device is formatted in NTFS.

The recorded files on the TV are not played back on a PC.

The recorded files on the TV can only be played back on the same TV. Those video files cannot be played back on a PC or other TV.

This function may not be supported depending on the model or geographical area.

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Apps

When apps aren't working, these steps may help resolve the problem.

The problem

I launched an app, but it's in a different language. How can I change the language?

Try this!

Languages supported by an app may be different from the TV Language set in the menu.

The ability to change the language depends on the app's provider.

The app does not work properly.

Its image quality is poor.

Check the network connection. When the network speed is slow, the app may not work or its image quality may be poor.

The services of your application are not provided by the TV but by the application service provider.

Refer to the Help section on the application service provider's website.

Media Files

When files don't play, this may help resolve the problem.

The problem

Some files are interrupted during playback.

Some files can't be played.

Try this!

This problem may occur with unsupported files or high-bitrate files. Most files can be played back, but some files may not play smoothly.

Some files that use an unsupported codec may not be played back.

Make sure that the codec is supported by the TV. For more information about

the supported codecs, refer to "Read Before Playing Photo, Video or Music

Files".

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Voice Assistant Issues

When the Voice Assistant isn't working, these steps may help resolve the problem.

The Voice Wake-up function may not be supported depending on the model, Voice Assistant or geographical area.

The problem

The voice commands do not work well.

Try this!

Voice commands may differ depending on the Voice Assistant .

Refer to the command examples for each Voice Assistant .

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Bixby :

Settings

Explore Now

Amazon Alexa :

• Google Assistant :

Assistant Settings

Settings General Voice Amazon Alexa

Settings General Voice Google

Bixby or Alexa answers automatically.

I spoke "Hi, Bixby" but Bixby does not answer.

I spoke "Alexa" but Amazon Alexa does not answer.

The TV may recognise an ambient noise or everyday conversation as a call to

Voice Assistant.

Turn off the Voice Wake-up function or set the Wake-up Sensitivity to Low .

• Explore Now Settings Voice Wake-up

The Samsung Smart Remote may not recognise your voice when it is far away from you, turned upside down, or located in an environment with loud ambient noise.

• Use the Samsung Smart Remote less than 1.5 m with the remote control buttons facing upward. (There is a built-in microphone on the front of the

Samsung Smart Remote.)

• Do not place the Samsung Smart Remote near the TV speaker or an audio speaker.

Turn on the Voice Wake-up function.

• Explore Now Settings Voice Wake-up

With Samsung Smart Remote, the following features are available except for voice recognition.

There is no response even if the voice entry button is pressed.

During voice recognition, the heavy load message appears and the function does not work.

I want to see weather information of the desired area.

Try pairing the remote control with the TV.

Unplug and then plug the TV power cable and then try again after 1 minute and

30 seconds. It may take a while if the voice recognition server is being inspected.

Say with the area name included.

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Other issues

Use these procedures to resolve other issues that may occur in relation to the product.

The problem

The TV is hot.

The TV smells like plastic.

The settings are lost after 5 minutes or every time the TV is turned off.

The TV is tilted to the side.

The stand is wobbly or crooked.

PIP is not available.

Try this!

Watching TV for an extended period of time causes the panel to generate heat.

The heat from the panel is dissipated through internal vents running along the top of the TV.

The bottom, however, may feel hot to the touch after extended use.

Children watching TV need constant adult supervision to prevent them from touching the TV.

This heat, however, is not a defect and does not affect the TV's functionality.

This smell is normal and will dissipate over time.

If Usage Mode is set to Retail Mode , the TV's audio and video settings are automatically reset every 5 minutes.

Change Usage Mode to Home Mode .

• Settings General System Manager Usage Mode

Remove the base stand from the TV and reassemble it.

Refer to the Quick Setup Guide and make sure that the stand is assembled correctly.

PIP is available only when an external device is connected with an HDMI or

Component cable.

Note that the function is unavailable when Smart Hub is active.

This function may not be supported depending on the model or geographical area.

A POP (TV’s internal banner ad) appears on the screen.

Change Usage Mode to Home Mode .

• Settings General System Manager Usage Mode

The TV is making a popping noise.

The expansion and contraction of the TV's outer casing may cause a popping noise.

This does not indicate a product malfunction.

The TV is safe to use.

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The problem

The TV is making a humming noise.

The software update over the Internet has failed.

The TV narrates the screen events in voice-over.

Try this!

Your TV utilises high-speed switching circuits and high levels of electrical current. Depending on the TV's brightness level, the TV may seem slightly noisier than a conventional TV.

Your TV has undergone strict quality control procedures that meet our demanding performance and reliability requirements.

Some noise coming from the TV is considered normal and is not an acceptable cause for an exchange or refund.

Check the network connection status.

• Settings General Network Network Status

If the TV is not connected to a network, connect it to a network.

The upgrade stops if you already have the latest software version.

To turn off Voice Guide , move the focus from Accessibility Shortcuts to Voice

Guide and then press the Select button. You can turn on or off Voice Guide . To run Accessibility Shortcuts , see the following:

• Press and hold the (Volume) button on your Samsung Smart Remote.

• Press the AD/SUBT. button on the standard remote control or press and hold the MUTE button.

• Settings General Accessibility Voice Guide Settings

Voice Guide

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Diagnosing TV operational issues

You can diagnose issues with your TV and Smart Hub and run reset functions.

Settings Support Device Care Self Diagnosis

Try Now

You can use the Picture Test to help diagnose video issues and the Sound Test to diagnose sound issues. You can also view signal strength information for over-the-air digital signals, test the Smart Hub Internet connection and run the Smart Hub and TV factory reset functions.

• Video Test

• Picture Test

• Sound Test

• HDMI Troubleshooting

• Signal Information

• Smart Hub Connection Test

• Reset Smart Hub

The problem

Cannot select Signal Information in Self

Diagnosis .

Try this!

Verify that the current channel is a digital channel.

Signal Information is only available for digital channels.

• Settings Support Device Care Self Diagnosis Signal

Information

Reset Smart Hub

Reset picture

Resets all Smart Hub settings to their factory defaults and deletes all information related to Samsung accounts, linked service accounts, Smart Hub service agreements and Smart Hub applications.

• Settings

Smart Hub

Support Device Care Self Diagnosis Reset

Resets current picture settings to the default settings.

• Settings Picture Expert Settings Reset Picture

Reset sound

Resets current sound settings to the default settings.

• Settings Sound Expert Settings Reset Sound

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Getting Support

Get help directly from Samsung if you have a problem with your TV.

Getting support through Remote Management

Settings Support Remote Management

Try Now

After consenting to our service agreement, you can use Remote Management to access Remote Support and have a

Samsung service technician diagnose your TV, correct problems and update your TV's software remotely via the web. You can also turn Remote Management on and off.

You can also start this function by pressing and holding the button for 5 or more seconds.

This function requires an Internet connection.

Finding the contact information for service

Settings Support About This TV

Try Now

You can view the address of the Samsung website, the call centre phone number, your TV's model number, your TV's software version, Open Source License and other information you may need to get service support from a Samsung call agent or the Samsung website.

You can also view information by scanning the QR code of your TV.

You can also start this function by pressing and holding the button for 5 or more seconds. For the standard remote control, press and hold the (Play) button for 5 or more seconds. Continue holding the button until the customer information pop-up window appears.

Requesting service

Settings Support Device Care Request Support

Try Now

You can request service when you encounter a problem with the TV. Select the item matching the problem that you encountered, enter the required item, move the focus to Next , and then press the Select button. Select Request

Now Send or Schedule Appointment Request Send . Your service request will be registered. The Samsung

Contact Centre will contact you to set up or confirm your service appointment.

You must agree to the terms and conditions for the service request.

This function may not be supported depending on the geographical area.

This function requires an Internet connection.

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